B2B Archives

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Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and design experiences for emotion

CX Program Consulting

Assess your program maturity, build your CX roadmap, and drive business impact

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Act on customer feedback and design customer-centric processes

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Connect operational decision-making with customer feedback

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Case Studies

Results that focus on the outcomes you seek to bring ongoing success

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges

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B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

About

About Us

Learn about our mission, values, and team of experts

Do B2B Better Conference

Learn about our annual B2B customer experience conference

Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and design experiences for emotion

CX Program Consulting

Assess your program maturity, build your CX roadmap, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Voice of the Customer Services

Connect operational decision-making with customer feedback

Results

Case Studies

Results that focus on the outcomes you seek to bring ongoing success

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

05/08/2021

Backorder Issues: The High Cost of Reduced Inventory

By Jim Tincher

03/16/2021

Don’t Leave Your Customers in the Dark!

By Jim Tincher

02/05/2021

Learn From West Elm’s Missed Opportunity

By Jim Tincher

10/23/2020

3 Tips to Manage the Voice of the Last Lost Customer

By Jim Tincher

10/06/2020

CX Day Topic: How to Become a Trusted Advisor

By Jim Tincher

10/24/2019

In CX, Relationships Matter

By Jim Tincher

10/10/2019

Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives

By Jim Tincher

03/06/2019

Ten B2B KPIs to Track Starting Now (none are NPS) – Employee-Rated and Survey Items

By Jim Tincher

03/05/2019

Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs

By Jim Tincher

Business and Customer Experience Metrics

02/22/2019

If All Customers are Important, You have a Bad B2B Customer Experience

By Jim Tincher

B2B

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